Senior Manager, Customer Success Manager Enablement

athenahealth is dedicated to creating a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Senior Manager, CSM Enablement, is responsible for developing and implementing frameworks to empower Customer Success Managers, ensuring they can deliver exceptional value and drive customer satisfaction. This role involves designing programs, tools, and learning environments, and collaborating with various teams to enhance service delivery quality and operational excellence.

Responsibilities:

• Build role-based learning paths, onboarding programs, and continued skill development tracks
• Develop strategic playbooks for adoption, relationship management, customer engagement, and product excellence
• Create scalable training materials, resources, and knowledge assets
• Partner with cross-functional teams to ensure content accuracy and alignment with organizational priorities
• Develop quality standards, competency models, scorecards, and coaching frameworks
• Build mechanisms for measuring execution quality across customer touchpoints
• Enable CSMs with tools to coach consistently and effectively
• Collaborate with CS leaders to tie performance expectations to business outcomes
• Lead workshops, feedback loops, and ongoing skill-building opportunities
• Facilitate knowledge-sharing across the CSM community
• Maintain and evolve the CSM knowledge base and enablement library
• Identify gaps and proactively deliver solutions that improve team effectiveness
• Analyze performance data, workflow insights, customer signals, quality trends, and training adoption
• Use insights to prioritize enablement initiatives and recommend targeted interventions
• Provide leadership with reporting and storytelling that demonstrates impact
• Ensure visibility into success metrics and opportunities for improvement
• Align enablement efforts across Product, Virtual Training, Sales and Marketing, Onboarding, and CSM Operations
• Collaborate to maintain consistent messaging, processes, and expectations across the customer journey
• Influence without authority to drive adoption of best practices and operational improvements

Requirements:

• Bachelor's degree and a minimum of 8 years working in SaaS, FinTech, healthcare tech, and/or customer-facing operations roles
• Minimum of 5 years in an enablement, operational excellence, or CSM leadership role
• Demonstrated success building large-scale enablement programs or quality frameworks
• Strong analytical capability with the ability to translate insights into meaningful action
• Experienced in program management and using tools such as LMS platforms, project management systems, and data visualization tools
• Skilled communicator capable of influencing across teams, engaging stakeholders at all levels, and presenting to senior leadership
• Comfortable defining frameworks, content, processes, and scalable systems
• Experience improving workflows and enabling teams through operational clarity
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
• Proficiency in Microsoft Office Suite: Excel, PowerPoint, Word, Outlook, OneNote and additional support tools: Teams, SharePoint, Salesforce, JIRA, and Tableau
• Effective time management, logical problem solving and analytical skills with demonstrated attention to detail
• Travel required (on a voluntary basis), up to 10%, and may include organizational meetings and conferences